SALMAN KHAN

- Supervised day-to-day operations of orders processing and dispatch operations in a high-volume environment

- Analyzed KPIs including order turnaround times, customer complaints, and delivery exceptions, implementing corrective measures as needed

- Proficient in developing, documenting, and implementing standard operating procedures (SOPs) to drive consistency and quality across on-demand grocery fulfillment and delivery workflows

- Trained and coached team members on the updated SOPs, improving overall process adherence and quality scores

• Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
• Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
• Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.

· Monitoring the complete order cycle management.

· Drove team to consistently exceed critical Key Performance Indicator (KPI) targets.

· Fostered positive employee relationships through communication, training and coaching.

· Supported the different departments like commercial, field team and logistics team with their related operational tasks.

· Assisted the Manager and the Growth manager to help build the campaign process. [SOP- Merchant & Customer Related]

· Hands on experience with excel, supporting with the bulk inventory updates, content rectifications and preparing weekly/monthly reports related store complaints received from the customers.

· Preparing month to date data and reports and sharing with the line manager.

· Taking interviews for various positions based on the operational tasks.

· Contacting the merchants to get ongoing orders processed and supporting the complete order cycle.

· Handling Critical Task related to Merchants.

· Assisting the team to deliver effective and smooth cooperation to the merchants and the customers.

· Customer Communication.

· Offered prompt solutions to maintain customer satisfaction.

· Offered detailed advice on product and service benefits.

· Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.

· Adhered strictly to policies and procedures for continued company compliance.

· Liaised with team to develop strategies in improving customer service.

· Implemented customer follow up to uphold service standards.

· Respond to queries from customer over the telephone and through emails.

· Reporting: Generating and analysing Service level agreement, Assistance request aging

· Assisted with floor support and management meetings.

· Managed high-volume customer queries simultaneously through effective multitasking.

· Resolving customer queries through telephonic & emails.

· Reporting the pending assignments to the clients which cannot be executed due to technical glitches.

· Assisted customers with varying questions using product knowledge and service expertise.

· Client management: Interacting with clients.

· Being the POC for client for any issues faced with the production.

· Lead and trained new hire escalation agents.

· Assessed employee performance on basis and implemented corrective actions.